Supervisor, Service Activation

Service Activation Team LeaderThis role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future. Responsible for coaching, development and supervision of a team of Service Activation Representatives. Accountable for meeting and exceeding established objectives. Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork. Oversees the daily operations of the Service Activation Team, provide staff guidance and support to attain quality customer service. Provides both ongoing training and training for newly hired Service Activation Agents. Minimize the escalation of customer complaints and work to retain lost sales. Trains and evaluate departmental personnel to comply with set standards in providing customer service. Provides guidance to staff with order processing questions/issues, service complaints; answer questions regarding services and products; provides instruction on troubleshooting techniques including escalation procedures to be used with business partners. Generates reports for management as required. Hires, evaluates, coaches and counsels personnel in the performance of their duties. Responsible for the development and ongoing performance management of assigned personnel Interfaces with other departments through written and verbal communications to handle customer situations; research customer complaints and process correcting orders into the computer systems. Performs other duties as requested by the supervisor. Required Skills/Abilities and Knowledge Ability to read, write, speak and understand English Ability to communicate orally and in writing in a clear and straightforward manner Ability to prioritize and organize effectively Ability to supervise and motivate others Ability to use personal computer & software applications Ability to work independently in group environment Ability to effectively address/resolve customer complaints and issues Ability to work while seated for prolonged periods of time, high call volume Good/Excellent knowledge of all three lines of business (Cable, HIS, Telephone) Knowledge of general accounting & billing procedures Knowledge of office procedures and Company policies Knowledge of service troubleshooting Knowledge of residential product information, packaging, pricing and current offers